RC Care is the new system for client intake and casework the Red Cross is rolling out throughout November and December. Our region will move to this system in December. There is already training available on Edge for RC Care Intake. We are posting a list of the FAQs (frequently asked questions) here. These are questions generated by our regional rollout, leadership and disaster team. We will be updating this as more questions arise.
Please pay attention to emails from the rollout training lead Sherry Israel regarding training requirements.
Electronic Funds Transfer:
Is there an intake worker or client-facing handout that describes the EFT options?
There will be a job tool coming out shortly that provides more information about the communications the client will receive if they select an EFT option, as well as more information about each currently available EFT option. There will also be a handout for the client that explains the steps they will need to take and how to contact 1-800-redcross for help.
What are KBAs as they relate to EFT?
KBAs or Knowledge Based Authentication questions are simple questions based on available consumer record information. For example, a client may be asked to choose from a list of options which street they have lived on or which phone number they have used in the past. These are similar to what is presented if you’ve applied for car insurance online, for example.
How are we protecting client data if RC Care automatically checks the clients ID/address information?
The data sharing talking points remain the same. The address verification does not share data with a third party. It utilizes a third party product (GIACT) to run verification matching with available data sources. The only data sharing is that which the client authorizes, just as it is today.
You can message a client via RC Care. When the client responds, will RC Care notify the caseworker that generated the message?
The caseworker sending the message will be notified when the client responds to the message that was sent from RC Care. All client responses will be recorded in RC Care.
The referral form in RC Care is intended for delivery via email. Can referrals be provided using the standard paper form?
Yes. You can use the standard paper form for referrals.
How should regions record no-response events in RC Care?
As context to this question, we currently record events in CAS when we are notified of a home fire or other similar event, but the clients decline services.
There is no difference from today. Regions can enter events into RC Care for home fires, etc. if they responded and clients declined services or if they believe that there is a potential to open a case.
Will a duty officer be able to edit a case already in the system? Sometimes errors are made in the intake process such as misidentifying the event, etc. If this happens who can correct the problem?
Duty officers will not have casework access in RC Care. Any adjustments to the case can be made by the DAT Intake Hotline or a caseworker with that access.
How are the HS and DMH volunteers notified of a client need? Do they need to be monitoring the cases as they come in? Is there a way to automatically notify them?
RC Care does not automatically notify DHS/DMH/DSC when an internal referral is created. Those workers will be able to log in and see cases that need IDC follow-up. Any real-time IDC assistance needs require a call to an IDC worker.
Can a DAT worker be the caseworker on a client for whom they performed the intake?
Yes, DATs can have caseworker access and be the caseworker that initiated the case as a DAT, however, the case must have damage, ID/address, and event confirmed before it can move to follow-up and recovery planning. This prevents one responder from creating the case and providing assistance without any other confirmations.
Can event reviewers view casework entries in RC Care? If not, can the event reviewer user role be combined with separate, read-only access to view casework entries?
Event reviewers do not have full access to case details in RC Care, however, they can look up cases and see limited details from the case lookup on the intake form.
All users can only have one system user role in RC Care.
Can you specifically describe what approvals will be made by casework supervisors? If it is not for general supplemental assistance, when do they issue approvals?
Supervisors will approve and forward RDO exception requests and requests to open a case after 14 days of the event. A casework supervisor - Document Review will conduct some document reviews on escalated cases.
Is there an ideal number of caseworkers regions should have based on casework volume?
We understand this may not be an RC Care specific question, but with the distinction between the intake and caseworker user roles, we do not want to encounter the scenario where we do not have enough properly trained caseworkers necessary for the workload.
It shouldn't be too much different from the number of caseworkers who do your follow-up and recovery planning today. Follow-up will occur on every Level 1 - 3 event, and a majority of those will need recovery planning, referrals, etc.
Can VSPs be provided at the time of casework, instead of during the intake process?
VSPs can be issued at any time while the case is open.
For event verification, will a DCSOPs incident log (i.e., a call from a local fire department), be sufficient for the purpose of documenting verification, or is additional information needed?
No, just having the log is not sufficient. If there are two responders on the case, they can confirm using the two-responder method. Otherwise, an event reviewer will need to contact the emergency response agency to confirm or use a media confirmation. The duty officer receiving a call from an emergency responder will not constitute a verification.
Are there different escalation paths based on different functions that fiscal team members may be assigned?
Yes, there are different escalation paths for different types of tasks and various system user roles in RC Care. Fiscal reviewers should only select one system user role/position to pursue in the new Client Care Program. With that one role, the user will see only those cases escalated for actions relevant to their role. For example, an event reviewer would see a list of cases for their region that require event confirmation.
How is communication expected to look between different functions that members of the fiscal review team may be assigned? (Is there concern about moving from a cohesive team to different functions and losing cohesion)?
There is not a specific model that we are expecting within regions (or divisions that organize reviews at that level). The system will track who takes specific actions such as approving a document or confirming an event. That case history will be visible to compliance reviewers who could then reach out to the appropriate person if clarification is needed.
Will there be multiple teams now, not a single, fiscal review team and associated lead?
The team construct will be up to the region/division to determine what will work the best for their particular area.
What are the time commitments involved for each role?
That is a little difficult to say as it depends on many variables including the number of cases in a region, how frequently responders go out without a second responder, etc. Generally speaking, we expect the combined time spent on activities performed by all three roles (event reviewer, document reviewer, and compliance review) to be less than the time spent now by fiscal reviewers as only a subset of cases will need any one of these activities.
Based on role, how frequently will folks need to interact with cases/RC Care? How responsive will folks need to be to new cases (i.e., if someone is a document reviewer, do they need to check a case same day)?
Compliance reviews should be conducted within 3 days of a case being flagged as needing a review. Based on that we would want compliance reviewers to check the dashboard and review cases every couple of days. Event confirmation and ID/address document reviews are more time sensitive in that assistance (e.g., supplemental assistance) to the client beyond Immediate Assistance cannot be provided until these confirmations occur.